Job Description:

Objective:

The role would be responsible for Service Management of Business Process and drive Continual service improvement and Automation projects.

Title: Team leader – Service Management

Function: Business Excellence

Work Location: Bengaluru

Job Responsibilities:
Manage the Service Desk Team
Identify improvement areas and implement adequate measures to maximize customer satisfaction level
Monitor & Publish SLA’s, KPI’s for the process. Develop & deploy visual management practices, MIS and process specific digital dashboards using BI Tools (Power BI)
Drive breach analysis – conduct RCA and define FMEA and CAPA
Work on Continuous process improvement & Simplification Projects (Lean/Six Sigma).
Suggest and Propose Automations (Salesforce, RPA, Chatbots) for simplifying and enhancing the processes and drive them.
Manage Current demands with regards to CRM(Salesforce) Enhancements (Including Process modifications, Change Requests etc.)

Supervises:

Direct Reports: N/A





Geographical Scope: Pan India

Reports To: Manager – Service Management

Key Customers:

Internal Customers: BSS/Corporate/IT and Factory users/BIG bottlers

External Customers: N/A

Job Requirements:

Qualifications: Graduate with experience in working in Service Management & Business Excellence team.

Skills & Experience
Service Management
3rd Party service Management
Experience of Service Cloud and CRM – Salesforce
Positive analytical & Statistical skills - Advanced Excel + Power BI
Exposure to Automation tools (RPA, Macros etc)
Demonstrated abilities to build quantitative reporting and dashboards for problem solving
3+ years’ experience in Service Management domain for cross functional teams.
Exposure to Project Management (Traditional and/or Agile)
Six Sigma Green Belt (Preferred)

Travel: NO

📌 Team Leader Service Management Bengaluru
🏢 Recognized
📍 Bengaluru